Help Desk Support Specialist Job at ACL Digital, Nashville, TN

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  • ACL Digital
  • Nashville, TN

Job Description

12 Months

Communication & Collaboration Skills:

  • Customer Service & User Support: Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests
  • Cross-Functional Collaboration: Experience working with multiple teams, including application coordinators, trainers, and QA personnel
  • Professional Documentation & Reporting: Ability to clearly document system changes, maintain logs, and communicate status updates effectively

Technical Knowledge & Skills:

  • Help Desk Support: Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices
  • Licensing & Regulatory Systems: Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
  • Application Support: Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management
  • Configuration & System Administration: Ability to modify and configure system settings, user permissions, and automated workflows
  • Data Management & Documentation: Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint

Responsibilities:

  1. Complete requested changes for password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within 3 business days.
  2. Follow up with the requester for any additional needed information within 1 business day.
  3. Ensure all communication with the requestor is noted within ServiceNow.

Education:

  • Master's OR Bachelor's with 3 years relevant experience OR High School Diploma with 8 years relevant experience

Job Tags

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